Open to opportunities

Taylor Crawford

@taylorcrawford

Customer Success Manager driving retention, process automation, and revenue protection through empathetic merchant relationships.

United States

Message

What I'm looking for

I seek a customer-facing role where I can drive retention and operational improvements, use automation to scale processes, and collaborate cross-functionally to protect revenue and grow accounts.

I am a Customer Success Manager with hands-on experience managing high-volume merchant relationships, resolving billing and platform issues, and maintaining a 95%+ CSAT while retaining 88% of at-risk accounts. I led end-to-end troubleshooting across systems, hardware terminals, and banking partners to minimize downtime and protect revenue.

I initiated an AI-driven process optimization that improved response times and team efficiency by ~30%, synthesized customer trends to influence product roadmap, and consistently identified upsell and cross-sell opportunities. My background includes escalation management, KPI reporting, training development, and sales experience that supports strong cross-functional execution.

Experience

Work history, roles, and key accomplishments

Sales Representative

Leisure Gateways

Jan 2024 - Jan 2027 (3 years)

Proactively executed cold-calling and lead-generation campaigns, managed end-to-end sales processes, and increased vacation package sales by 79% through targeted follow-up and closing strategies.

Cold Calling Lead Generation Closing Payment Processing CRM Lead Follow Up Sales Reporting

Customer Success Manager

Stax Payments

Jan 2024 - Jan 2025 (1 year)

Managed 300+ monthly merchant interactions as primary point of contact, maintained 95%+ CSAT and retained 88% of at-risk accounts; led troubleshooting across systems and partners to minimize downtime and protect revenue.

& Customer Success Troubleshooting CSAT Process Automation Risk Mitigation

Escalation Manager

Holiday Inn Club Vacations

Jan 2016 - Jan 2020 (4 years)

Owned escalation resolution workflows for contractual risk, compliance, and revenue exposure; coordinated cross-functional teams, conducted root-cause analysis, and developed training/materials to reduce repeat issues.

Escalation Management Root Cause Analysis Compliance Training Development